Mandatory - Communication and Negotiation

Question 1

When is one form of communication better than another?

Answer 1

Explaining something complex e.g. a variation. It may be better to discuss it on site in person so that people can visualise rather than over email. Or if over email include diagrams / sketches.

Question 2

What the barriers to effective communication?

Answer 2

• Language barrier
• Technical language
• Recipient is dis-interested or not paying attention
• Timing of the communication
• Physical barriers e.g. arms folded, hand over mouth
• Interruptions
• Location – can’t physically meet in person
• Poor listening skills

Question 3

What makes a good communicator?

Answer 3

• Ability to listen
• Open body language
• Clarity
• Timing
• Don’t hide behind emails
• Feedback - adapt communication to feedback received
• Ask open-ended questions
• Learn from mistakes

Question 4

What should you do before entering into negotiations?

Answer 4

Understand the client’s requirements and objectives.
Keep them fully informed of what is achievable and possible outcomes.
Undertake SWOT analysis.
Understand key points of the client’s position – what is non-negotiable?
Define win-win and fall-back positions.

Question 5

What are the stages of negotiation?

Answer 5

1. Preparation
2. Discussion
3. Clarification of goals
4. Negotiate towards win-win outcome
5. Written agreement

Question 6

What are the outcomes of negotiation?

Answer 6

Win-win
Win-lose
Lose-lose

Question 7

What affects the outcomes of a negotiation?

Answer 7

Attitude
Level of preparation
Interpersonal skills

Question 8

What does “without prejudice” mean?

Answer 8

Negotiations can be entered into openly without the fear of anything said in negotiations to be viewed as binding in court.
The content of communication must be a genuine attempt to settle a dispute.